Customer Information

Product Descriptions

We always aim to be as accurate as possible in relation to product descriptions. If you have any questions please do get in touch via the contact form. 

Ordering & Payment

You can place your order direct on our website. Payment is taken securely via PayPal and you do not need a PayPal account to make a purchase.

Orders will only be processed once payment is cleared on our system.

Processing & Shipping

We aim to ship all orders within 1 - 3 working days. Please allow a few more days during busy seasons such as Valentines day, Mothers day and Christmas.

Orders are packed very securely and shipped via second class Royal Mail with proof of posting retained without exception. Orders over £30 will be upgraded to free first class p&p.

Refund Policy

With breakages we will require evidence via a photograph in order to process a refund. The purpose of this is to allow us to claim costs from Royal Mail.

In the unlikely event you are unhappy with your order we accept returns within 14 days from the date of posting. Postage and return postage costs will not be refunded.

Important Safety Information 

We take safety very seriously and ask that you read the following information carefully.

  • NEVER leave a burning candle unattended even for a moment. 
  • Keep your melt warmer away from open windows, drafts and flammable materials. 
  • Keep your melt warmer well out of reach of children and pets and store wax melts securely away from food so the items cannot be mistaken as edible.
  • Do not touch a melt warmer whilst in use as it will be very hot.
  • Do not use a chipped, cracked or damaged warmer as it may ignite or break.
  • Eco soy wax is entirely natural and toxin free but is blended with fragrance oils, therefore in the event its use causes skin irritation or respiratory issues discontinue use and seek medical advice immediately.
  • Do not lick or eat. 
  • Do not dispose of molten wax down the sink as it may be harmful to aquatic life.  

We are fully insured as master craftsmen and adhere to all current CLP product labelling regulations.

Data Protection

Describes how and when I collect, use, and share information when you purchase an item from me, contact me, or otherwise use my services through Instagram.com or other related sites and services. This does not apply to the practices of third parties that I do not own or control, including Instagram, PayPal, and other companies I use to ship orders or any third party services you access through my website and social media. You can reference the Privacy Policy of these companies through their own websites to learn more about privacy practices. 

Personal information: 

To fulfil your valued order, you must provide me with certain information, such as your name, e-mail address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information, if you contact me directly. 

Why I need your information and how I use it: 

I rely on a number of legal bases to collect, use, and share your information, including

: as needed to provide my services, such as when I use your information to fulfil your order, to settle disputes, or to provide customer support

: when you have provided your affirmative consent, which you may revoke at any time

: if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law

:as necessary for the purpose of my legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as;

1) Providing and improving my services. I use your information to provide the services you requested and in my legitimate interest to improve my services.

2) Compliance with the Seller Policy and Terms of Use. I use your information as necessary to comply with my obligations under these Policies. 

I engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies. I will share your personal information with these third parties, but only to the extent necessary to perform these services. Compliance with laws. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to:

(a) respond to legal process or to government requests; 

(b) enforce my agreements, terms and policies; 

(c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or 

(d) protect the rights, property, and safety of my customers, or others.

Data Retention:

I retain your personal information only for as long as necessary to provide you with my services and as described in my Privacy Policy. However, I may also be required to retain this information to comply with my legal and regulatory obligations, to resolve disputes, and to enforce my agreements. I generally keep your data for no longer than 5 years. 

Access: 

You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below. Change, restrict, delete. You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal reasons) I will generally delete your personal information upon request. 

Objections: 

You can object to (i) my processing of some of your information based on my legitimate interests and (ii) receiving marketing messages from me after providing your express consent to receive them. In such cases, I will delete your personal information unless I have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons. Complain If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority. 

How to Contact Me:

For purposes of EU data protection law, I Mrs Tracy West am the data controller of your personal information. If you have any questions or concerns, you may contact me at [email protected] 

Thankyou for your kind attention.